Reservation Manager

About the role

Job Purpose This position is responsible for overseeing the day-to-day operations of the Reservations office, contributing to exceptional results in Guest, Colleague and Owner/Investor goals and outcomes. Primary Responsibilities Reservations Responsibilities Supervise Reservations Agent(s). Ensure department standards and policies are adhered to, making recommendations where necessary to reach overall performance goals Ensure information in any channel provided to guests is accurate and individualized Coach agents in areas of up-selling, cross-selling and ongoing skill set knowledge Monitor day-to-day operations to ensure call volumes are managed in the most efficient manner possible, administrative duties are completed and productivity is maximized Assist in preparing daily, weekly and monthly reports Assist in the coordination of new rate offers including rate building, determining operational flows, communicating offers to the hotel community, and deficiency testing Ensure smooth shift changes with proper pass-on to the next shift Report any equipment failures/problems & repair requests to Maintenance Department Respond to inquiries about hotel products and services by telephone, fax and email according to standard guidelines Maintain complete knowledge of all food & beverage services, contents & preparation methods, outlets and hotel services/features to promote its products and services Coordinate and communicate with all other departments to ensure a smooth operation Team Management Interview, select and recruit direct reports when necessary Identify and develop team members with potential Conduct performance review with the team Constantly monitor team members' appearance, attitude and degree of professionalism Prepare detailed induction programs for new employees Prepare weekly staff schedules keeping in mind anticipated business, operating budgets and standards of service Develop, conduct maintain all staff training programs for team members, focusing on their development needs, providing them with new skills to meet the changing needs of the business Other Responsibilities Be aware of the hotel fire & life safety/emergency procedures Attend all briefings, meetings and training as assigned by management Maintain a high standard of personal appearance and hygiene at all times Perform other reasonable duties assigned by the assigned by the Management Knowledge and Experience Diploma education Minimum 3 year of experience in a similar capacity or minimum 3 years of experience in the area of guest services/telemarketing Excellent reading, writing and verbal communication in English language and Bahasa Indonesia Proficient in Microsoft Office application especially MS Outlook, Excel, Word, & PowerPoint Master in operating PMS, especially Opera Competencies Strong leadership, interpersonal and training skills Good communication and customer contact skills Service oriented with an eye for details Ability to work well in stressful & high-pressure situations A team player & builder A motivator & self-starter Well-presented and professionally groomed at all times

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